CX doesn’t beg for a seat at the table... it earns it Hi there We talk a lot in customer experience about wanting “a seat at the table.” But Kate Guenther didn’t wait around for an invitation. She brought results. “I've seen us reduce fraud, deliver product insights, boost conversion. I mean, those three alone get you a seat at the table in the room.” In this episode of CX Passport, Kate shows what it looks like when CX leaders speak the language of the business. Not NPS. But revenue, risk,...
26 days ago • 1 min read
It’s invisible... until it isn’t. Hi Reader What if you could see trust slipping away while an experience was still happening... and do something about it before it was too late? Tim McCleary says you can. “We can now actually use science to...show the impact... we can measure [trust] during an experience that we're delivering, and if we see trust is waning, we can change in real time to bring it back up again.” In this episode of CX Passport, Tim shares how trust isn’t just a soft concept....
about 1 month ago • 1 min read
Don't Waste The Map Hi Reader It’s easy to fall in love with the artifacts of customer experience. The journey maps. The personas. The beautiful decks. But if those don’t lead to action? They’re just decoration. “The worst thing anyone can do is show up out of nowhere and say, here's a journey map. What are we going to do about it?” In this episode of CX Passport, Dave Seaton reminds us that customer experience work isn’t about insights... it’s about outcomes. And for those outcomes to...
about 2 months ago • 1 min read
You’ll feel it when it’s missing Hi there, I drive a 2001 Silverado pickup. Yup...that's right. It's older than my kids and only 6 months younger than my marriage. 25 years and going strong! A few years ago, before I finally replaced the shocks, every bump in the road rattled my spine. Every pothole felt personal. That’s exactly how it feels working in a company without a strong culture. “Culture… is the shock absorber for really difficult times that push people through their limits” - Eric...
2 months ago • 1 min read
Coaching just got a whole lot more scalable Hi there, We all say coaching matters. But most contact centers only review 1–3% of calls. Not because they don’t want to do more—but because they can’t. Fred Stacey sees a way forward. And yes, it involves AI. “Typically, you're at a one to 15 ratio, where one supervisor to 15 [agents]… The first thing that [AI] does is it scales it to 100%.” On CX Passport, Fred talks about AI not as a buzzword—but as a tool that can finally help CX leaders do the...
3 months ago • 1 min read
Something New Happened Hi there, This one felt different. Not just because of the guest (though Jessica “JP” Posey is always electric), but because we were sitting together, in person, recording the very first episode ever at the brand-new Kit Studios in Chicago! There’s something about a fresh space. New mics. The buzz of being somewhere built with intention. And that intention? It’s not just about soundproof walls or camera angles. This is all about experience. JP explains how this isn’t an...
3 months ago • 1 min read
Even if it is Wednesday Finding your voice in customer experience isn’t always easy. Especially when it feels like the industry already has a “cool kids’ table” you’re supposed to sit at. Beth Karawan shares what it’s like to feel that way…to question the “plastics”. She also shares what happens when you stop chasing the clique—and start building your own tribe instead. “Slowly but surely, I found my tribe, as it were, of people who were also questioning the status quo.” Beth and I first...
4 months ago • 2 min read
What Is Southwest Thinking? Hi there Gonna take a little break here. Just a couple of weeks. There's some great new CX Passport episodes coming up later in May. This week, just wanted to share a LinkedIn live I did with Sam Stern several weeks ago all about the changes Southwest Airlines announced. It was impromptu and a quick reaction to the news of the day. I think it still holds true today. Put those tray tables up and buckle those seat belts. Let’s go! -Rick P.S. If you know someone who...
4 months ago • 1 min read
That’s a Pretty Long Call for a Wrong Number Hi What happens when your data tells one story, but reality says something different? On this week’s CX Passport, Ian Storm, from episode sponsor Aspect Software, tells a story about spotting something a little odd in the call logs: “You dispositioned it as a wrong number, but it looks like you talked to somebody. That's a pretty good conversation for a wrong number, yeah. What’d y’all talk about?” In the episode, Ian talks about how flawed call...
4 months ago • 1 min read